Initiate Credit Card Fraud Claim
Level of authentication required when a member calls to review suspicious activity on their credit card?
What is High-Risk Plus
Credit Card Payment account options
What is USAA checking or savings account, or an external checking or savings account
When a member calls in and asks to make a payment on a credit card account that is greater than 45 days delinquent?
What is PRO19246 Delinquent Payments
If portal displays a blank portal what are all the options we can ask the member?
USAA NUMBER, ONLINE ID, SSN, Phone number, email address, and Account type & number.
An Authorized User can be added to a credit card account at any time if the account status displays as
What is Normal/Normal, Delinquent/Normal or Over limit/Normal
Type of user that can remove a fraud block on their card only.
What is authorized user
USAA credit card payments may be scheduled up to how many days in advance?
What is 180 days
If a member calls in stating that their credit card is damaged/unusable, what process do you use?
What is PRO19277 - Replacement Cards.
Where can you find the KBA questions?
Quick tools, all tools, member authentication. OR Quick tools(favorites)
How many authorized users can be added per credit card account
What is up to 10 Authorized Users
What should be submitted if a fraudulent balance transfer is reported?
What is an Enterprise Financial Crimes Case Referral
Type of payment that cannot be canceled or modified
What is same day payments
If a card holder calls in and their card is being decline and the decline reason is AVS/CVC2/EXP MM, what PRO do you use to assist you?
What is PRO19033 - Decline Authorization Message - Credit Card Servicing
When manually authenticating a member and If the caller cannot provide appropriate responses to verifiers asked, it is considered a fail and proceed to what step?
Profile recovery
What is the minimum age to add an individual as an Authorized User
Process to report all declined fraudulent or zero-dollar transactions
What is Lost/Stolen
Type of users that can schedule, modify, or cancel one-time payments on usaa.com and using mobile application
What is Primary cardholders, joint cardholders and authorized users
If a member calls about an account in Revoked status, what PRO do you use?
What is PRO30035 - Account Status Inquiry
(TRUE OR FALSE) The pin number, phone password, and security codes MUST be repeated back to the caller?
FALSE
If a USAA Credit Card is used as overdraft protection for a USAA banking account, the credit card number will be updated automatically within how many business days?
What is 2-3 business days
Which credit card PRO do you use if a member doesn't understand how their payments were applied?
What is PRO19243 - How Payments are Applied - Credit Cards
Name 4 request/transaction that require members to be High risk plus authenticated?
What is:
A Utilization Promotional Offer is sent to which user
What is Primary Cardholder